Is there a way to create an incident from email for an external user without enabling Guest Account

[akhil19]

Question:

Is there a way to create an incident from email for an external user without enabling Guest Account?

Also we cannot enable the property to automatically create incoming users.

Any hints would be helpful.

Thanks

Akhilesh

[suuriya]

Hi @Laurie Marlowe1 ,

Thanks for the insights.

Partially I was able to achieve my requirement Using a business rule.

Created an after insert BR in sys_email table (update is checked only for testing purpose will uncheck later) and successfully able to create an incident and to x team i want.

so, this is the service account which I created...It is in active state, and we receive emails from this mail id...once we receive the mail from this mail id then there is existing inbound email action written in incident table and it will create an incident and assigned to Y team.(works fine)..in this case in sys_email table record type shows as received. 

But my requirement is if that service account is made inactive by admins or any other users who can, in this case if we receive mail from this mail id (it will check the user table and matching user record is inactive) Then in the sys_email table record type is showing as received-ignored....so in this case the existing inbound email action will not create an incident and assigned to Y team(fail)....so for that fail situation only i was looking for solution and written after BR (mentioned above)...by using that BR i can able to create an incident and assigned to X team with updating fields of the incident like caller, short desc....Now only thing blocking is Description of the incident....I want the email body of the mail (which got received-ignored) as the description of the incident created by BR.

So in BR Script i tried something like current.email.body_text to set in description field but it is not working showing as empty.

Is there any way to achieve it or can we able to attach that particular email to the incident which created by BR

Thanks in Advance

[Laurie Marlowe1]

Hi Suuriya,

In your business rule try:

inc.description = current.body;

I found this article that has a solution for adding the email to the incident.  

https://www.servicenow.com/community/developer-forum/add-the-original-email-message-as-attachment-to...

Hope this helps!

Thanks,

Laurie

[suuriya]

Hi @Laurie Marlowe1 ,

I figured it out.

This works inc.description = current.body_text;

Thanks for your help and Time.

[Dr Atul G- LNG]

Hi @suuriya 

May be this property also helpful